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Mentor Graphics Executive Summary

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Another company Mentor Graphics which develops Software for automation of electronic design implemented the KCS framework to improve the customer satisfaction and increase its competitive advantage. They moved to the eservices model which was proactive compared to the old phone support way of handling customer issues. The Knowledge Centered Support approach enabled the company
The main aim was to make the client support a major differentiator from the competitions. As the organization grew in the number of products and services it offered to the customers it found that the proactive method of support was a good way to decrease the number of issues being worked by the support staff and increase the self-service for customers through a strong …show more content…

The other role is that of the Contribution Editor who ensure that the teams are on track with the process and tools. They are also responsible to analyse the gaps in content. They act as product champions. The Knowledge Manager is the other role, they are responsible to speed up the processes and the latest tools and use of analytics for managing knowledge in the organization. The career paths have been motivating the people working in the organization to improve their skills on managing knowledge …show more content…

• Meeting the demands of support of the clients.
• Knowledge capture and retention.
Changes made:
• Integrated the Knowledge Management and the CRM systems.
• Created a KM team headed by the Knowledge Manager and domain experts who took responsibility of all the phases while the engineers were responsible for the solve loop.
• Leadership owned the KCS process and the accountability was cascaded down to the levels of management.
• Communicating the goals and strategy across the organization globally.
• Training the engineers on the use of the framework.
Benefits:
They found that with the implementation of the KCS framework for their knowledge management they were able to meet the customer service demands effectively.
1. Improvement in time to resolve by the reuse of knowledge
2. New hire ramp up time decreased drastically and they were able to get engineers on board faster.
3. Managed the Major updates in software through the creation of articles upon resolution of issues that have been observed which helped the other customers in the self-service process.
4. They found that almost 55% of the cases the reuse of articles helped resolve issues, saving time and also the resources could be used to make other process

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